The information in this document is based on these software and
hardware versions:

Cisco ICM version 4.6.2 or later

Avaya Automatic Call Distribution (ACD)

The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.

The CMS provides snapshots of the real-time agent login and logout and
of non-ACD-related agent state data to the Peripheral Gateway (PG) through the
CMS Ethernet connection. A single CMS report is required for each Peripheral
Interface Manager (PIM). For example, a duplexed PG connected to a single
Definity Enterprise Communications Server (ECS) requires two CMS reports. Only
one report is running at any given time, per the Definity ECS ACD.

Open the host file using a text editor. The host file can be found in
C:\WINNT\system32\drivers\etc\hosts. Get both
the host name and the IP address of the CMS device, and try to
ping from a Telnet session or a DOS prompt on the PG
that connects to the CMS device that is using the IP address. If you can not
ping the CMS device then there is a network
connection problem that must be resolved.

A Request timed out indication is a
symptom of a broken network connection:

The ECS PIM process that runs on the PG clearly shows, in either the
process window or the PIM log files, that the CMS Real Time feed is down or an
ASAI link 0 failure is detected.

If the CMS device is not sending the Real Time Adherence (RTA) report
then the ECS PIM process on the PG can not become active; the ECS PIM process
continually tries to restart until it receives the RTA report from the CMS
device. The customer often is not aware of this type of problem, when the CMS
report is viewed from the CMS PC. At this point, the CMS reports must be
stopped and started, or the CMS PC must be stopped and started by the customer
or Avaya support. This happens frequently when a customer does a CMS backup and
forgets to stop and start the RTA report when the backup is completed.

It is very important that the
CMSTypicalRefreshRateSec on the PG matches the
same time setting on the Avaya Definity G3. The preferred setting is 10
seconds. A mismatch of this setting can cause the CMS to go down randomly. This
setting on the PG side can be found in the registry in one of these
keys:

The MAPD is a card which is plugged into the Avaya Definity switch. The
Call Visor LAN (CVLAN) Server software runs on it, and it is used to configure
the ASAI links between the Switch and the PG. Most often, the links are on the
same LAN segment as the PG.

Avaya provides Cisco with a utility called ASAI_TEST that tests the
connectivity from the Definity ESC PG over the ASAI link to the MAPD card. A
test failure indicates that the trouble is with the MAPD card and that the card
needs to be reset. Most often, the card is reset by Avaya onsite support in one
of these ways:

Restart through software.

Press the reset button on the back of card.

This is an example of how to use the ASAI_TEST utility to test MAPD
connectivity:

C:\icm\bin> asai_test -m hostname or ipaddressnode_id!--- The node_id is a value from 1 to 8.

The host name and IP address for the MAPD card can be found in the host
table.